Appalling service

I have been banking with FNB for over 8 years now and the service received lately has been appalling. It would appear that if you are a foreign national without and ID number you simply can not use any of the phone numbers provided to get telephone assistance. I doubt that I am the only person in South Africa using a foreign passport number, but hey why cater for us, we just pay bank charges and provide funds for the bank to use to lend to clients, since we don't have lending abilities. Further if you press all sort of option and eventually "speak" to a consultant they can't assist you and put you on hold for over 10 minutes and then drop the call. My bank card expired, and I went into my home branch 5 times in order to get my card and each time was told that it hasn't arrived yet, I was traveling and had to request my work colleagues to withdraw funds for me because no one at the branch could find it. However it had been lying there for several weeks.